Robin Lupo Email & Phone Number

Albany, Ny, Us

Stamford, Ct

• Directed strategy and execution for customer-facing support sites in multiple languages, aligning objectives with OKRs to enhance customer experience and drive measurable improvements in self-service performance metrics (KPIs)• Developed and implemented support site roadmaps to increase engagement and optimize usability through data-driven improvements and UI enhancements• Led a cross-functional Agile team of IT and UX professionals, overseeing sprint planning, technical releases, and retrospectives to ensure alignment with strategic objectives• Elicited, documented, and defined functional and technical requirements for global support platform enhancements, aligning technical solutions with business objectives and organizational goals• Partnered with Data Science and technical teams to analyze trends, conduct A/B testing, and deliver new features that met stakeholder needs• Facilitated workshops to define business needs, validate solutions, and build alignment across departments• Presented actionable insights to executives, influencing strategic decisions and long-term planning• Managed global content workflows using tools like Workamajig, JIRA, and Aha to streamline requests, track progress, and enhance collaboration• Optimized the customer experience using analytics tools (Adobe Analytics, FullStory, Coveo, etc.), leveraging AI and machine learning to improve accessibility and engagement• Designed and delivered training materials for content management, supporting global teams with best practices• Mentored and managed a high-performing support team, fostering growth and achieving key performance objectives

Troy, New York

• Migrated support content from custom application and implemented ExpressionEngine content management system (CMS), resulting in $160,000 yearly cost savings and increased global user adoption of web content management company-wide• Created global training materials on web content creation, editing, publishing, and best practices; conducted training sessions for users across various teams and regions.• Aligned global web sites and web marketing programs with corporate brand and messaging• Web advisor lead on company-wide web-related initiatives, including legal matters and company acquisition and integration activities

Troy, New York

• Re-architected an enterprise-wide web content management system resulting in consistent online global branding, reduced maintenance costs, and expanded functionality of 18 international sites• Analyzed and documented functional requirements for enterprise web tools, collaborating with developers and third-party vendors to implement process improvements • Coordinated development efforts between marketing, developers and third party vendors

Troy, New York

• Updated and maintained web content on a daily basis for the corporate site and 7 international web sites• Created user requirements, wire frames and functional specifications for in-house content management tools/applications• Web project lead: gathered requirements from global departments; created requests for proposals (RFPs); coordinated design and development effort to ensure consistency with the web site and conformance with the web style guidelines

Troy, New York

• Drove product launch process and promotion via product-specific websites, advertising and public relations for four new software products• Compiled, wrote, published and distributed product launch information to sales channel and coordinated launch activities with internal groups• Coordinated trade show exhibitions on a bi-monthly basis including all logistics, drive show objectives and lead generation

Troy, New York

• Managed President's schedule, coordinated and facilitated meetings, handled all correspondence/escalations and duties of the Executive offices• Acted as a conduit within the organization to facilitate company-wide communication • Communicated effectively and comfortably with all departments in the organization as well as outside business professionals

Bachelor Of Arts, Communications

Activities and Societies: Teachers Assistant, Resident Advisor

Certification, Public Relations And Advertising Certification